The Fine Art of Saying "No" to Clients Part Two

Last week we looked at why it can be important to say "no" to clients. This week we look at how to say "no".

When faced with a request, there are a couple of ways of
politely saying "no", and making it clear that your work takes time
and can't always be rushed.

Strategies for refusal

1. Pre-empt the request. If you get the feeling that an
unreasonable request is coming your way, make a statement about
your current workload. Something like: "Holy poop Mike, I've never
been so freaking busy! I'm fully booked until the next Olympics!"
should do the trick.

2. If a client wants you to suddenly produce some work at short
notice, say that you can get it done, but for a fat additional fee.
So you're saying "yes" while actually saying "no" (unless the
client is rich)

3. Interrupt. If a client is clearly heading towards a request
that you want to refuse, politely interrupt them. Simply say, "If I
could just interrupt you there..." then explain that as per
suggestion 1, you're too busy. But as per suggestion 2, you can
become available if the price is right.

4. Say you need to think about it. Go away and assess whether
the request is achievable. Can you meet the client's request
without destroying your relationships, devaluing your work or
appearing like a spineless dweeb? The simple act of saying that you
need to think about it tells the client that you have a schedule
and other clients to consider. Once you've evaluated the request,
you can either just say "no" or offer an increased 'expediting'
fee.

Saying no when negotiating with clients

Picture the scene: you're basking in the rosy, climactic glow
after securing a new client, who we'll call Mike. Then Mike asks
for a discount. Because you're on the verge of landing the deal, it
seems silly to say "no". Why risk losing the client?

So you say "yes".

But you've made a mistake. Agreeing to reduce your price
suggests to Mike that he's got you by the balls. For no reason at
all you've agreed to reduce your price. Mike knows that you want
his business, and he understands his position of power. You're
Bambi. You've just rolled onto your back and exposed your soft
white belly to Mike's big gun.

On top of all that, Mike now attaches less value to your work.
So Mike is paying you less and respecting you less. It's a
double-whammy of SUCK.

And by saying "yes" you tell Mike that everything is negotiable.
Mike may well become your most difficult client; one who feels
entitled to haggle over every transaction and question every
decision you make. Agreeing to Mike's initial request may set a
precedent that will be difficult to undo.

When clients really, really want a discount

If the price is a big issue for a client, offer to work within
their budget by reducing the scope of work. So if they want to pay
you less, fine. But you'll do less. Make sure that a reduction in
price is balanced by a reduction in expectations.

Being agreeable

Before we finish this exploration of saying "no" to clients, I'd
like to reiterate that it's important for freelancers and
contractors to maintain a friendly but firm air of authority. So
while it's important to be open to ideas and working arrangements,
it's essential that you are well respected and reimbursed for your
work.